Desktop Technician

Desktop Support Technician

As a Desktop Support Technician, you will provide Tier 2 hardware and software support, including technical troubleshooting, in-depth analysis, and problem-solving, with the goal of resolving customer issues quickly and efficiently.

Essential Functions

• Provide second-tier technical support by resolving incidents involving end-user computing and desktop-based software, including the configuration, installation, and troubleshooting of computer hardware and software.
• Serve as an escalation point for Service Desk staff and provide in-depth analysis and problem-solving for issues other technicians cannot resolve.
• Collaborate with customers across all locations regarding timely problem resolution, training needs, and issue disposition.
• Evaluate, test, and deploy hardware and software for project and non-project requests, supporting both short- and long-term solutions.
• Image, configure, set up, and support company laptops, desktops, tablets, thin clients, and other required devices.
• Troubleshoot connectivity issues involving LAN, Wi-Fi, Bluetooth, air cards, VPN connections, printers, and serial communications.
• Perform troubleshooting, diagnosis, installation, configuration, and preventive maintenance for computer hardware and software, printers, and audio/visual equipment.
• Respond to incidents involving computers and related hardware, applying troubleshooting principles to diagnose hardware, software, and user issues.
• Provide status and completion updates to supervisors and users by voicemail, email, or in person, and maintain incident records in the ticket tracking system.
• Manage employee onboarding and transfer processes by setting up and maintaining accounts and deploying hardware as needed.
• Assist with maintaining the asset inventory.
• Serve as a technical resource on project teams.
• Work independently on projects, tasks, or system outages through resolution.
• Document resolved issues and create knowledge documentation to support trend analysis and training initiatives.
• Identify improvement opportunities and recommend solutions that enhance service.
• Help manage vendor and business partner adherence to service-level agreements while maintaining high service quality.

Required for All Jobs

• Regular attendance is required.
• This is not an all-inclusive list of job requirements or duties and may not include every mental and physical capability necessary to perform the job in all circumstances. Operational, safety, and other business needs may require the employee to perform additional duties as assigned. Employees must be able to perform all such duties and tasks.

Qualifications

• College degree in computer science, information systems, or a related field with coursework in network management, software and hardware support, or business operations; or an equivalent combination of education and experience.
• Minimum of three years of technical experience in a help desk, technical support, or desktop support environment.
• In-depth knowledge of troubleshooting computer systems, Microsoft Windows, Microsoft Office, networking, printers, file sharing, Citrix, and virtual desktop infrastructure.
• Strong customer-facing experience and the ability to provide support under tight deadlines.
• Ability to analyze issues, identify problems, and implement resolutions that improve customer satisfaction.
• Ability to handle conflict and urgent situations effectively while maintaining positive customer relationships.
• Preferred certifications include CompTIA A+, CompTIA Network+, Microsoft Certified Professional, or similar credentials.
• Experience with Active Directory, Jira Service Management, SCCM, Citrix Director, AirWatch, TeamViewer, iGel OS, and Universal Management Suite is a plus.
• Excellent verbal communication, reading, writing, and comprehension skills.
• Ability to lift approximately 20 pounds or more when required by the essential functions of the job.

Minimum Standards

• Comply with all company policies, rules, procedures, and the Code of Conduct.
• Interact effectively with others.
• Work independently or as part of a team.
• Work under tight time constraints in a high-volume environment with multiple priorities.
• Respond well to questions and read, interpret, and comply with written information and documents, including safety rules, operating procedures, and maintenance instructions, while meeting deadlines.

Physical Demands

The physical demands described below are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.

While performing the duties of this job, the employee is regularly required to talk or hear. Required vision abilities include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is frequently required to sit and use hands to operate computers and other standard office equipment. The employee is occasionally required to stand, walk, lift, twist, turn, and reach with the hands and arms. The employee must be able to lift a minimum of 20 pounds or more when required by the essential functions of the job.

Work Environment

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. The noise level may range from quiet to loud, depending on job requirements.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.